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The Trusted Advisor
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The key to professional success, they argue, is the ability to earn the trust and confidence of clients. The creation of trust is what earns the right to influence clients; trust is also at the root of client satisfaction and loyalty. The workings of trust are even more critical in the new economy than in the old. Maister, Green, and Galford enrich our understanding of trust---yet they have also written a deeply practical book. Using their model of the "Trust Equation," they dissect the rational and emotional components of trustworthiness. With precision and clarity, they detail five distinct steps you must take to create a trust-based relationship. Each step---engage, listen, frame, envision, and commit---is richly described in distinct chapters.
The book is peppered with pragmatic "top ten" lists aimed at improving advisors' effectiveness that can be put to use instantly. This book will be welcomed by the inexperienced advisor and the most seasoned expert alike. The authors use anecdotes, experiences, and examples---successes and mistakes, their own and others'---to great effect. Though they use the professional services advisor/client paradigm throughout the book, their prescriptions have resonance for other trust-reliant situations---selling, customer relationship management, and internal staff functions like HR and information technology. The result is a tour de force---brilliant, penetrating, unique. It is essential listening for anyone who must advise, negotiate, or manage complex relationships with others.
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Audible Audiobook
Listening Length: 6 hours and 16 minutes
Program Type: Audiobook
Version: Unabridged
Publisher: Tantor Audio
Audible.com Release Date: August 10, 2009
Whispersync for Voice: Ready
Language: English, English
ASIN: B002L32MRS
Amazon Best Sellers Rank:
This is a very good book--thoughtful, provocative, instructive. Having said that, there is nothing new here, nothing that hasn't already been said before, in "How to Win Friends and Influence People," by Dale Carnegie. Carnegie's book is the "Bible" on how to build trust, sell the right way, manage effectively, resolve customer and employee disputes, and succeed in a highly-competitive and often hostile world. In the '80s, while working for a large mid-western company and assigned the task of changing the culture of our large retail organization, I must have read a hundred books on selling, negotiating, problem solving, how to get along with the boss, management, dispute resolution, etc., etc., and the basics were all the same, and available in Carnegie's marvelous book. Having said that, I recommend this book. It's pointed, it's filled with example after example on how to build trust--the cement of long-term client relationships--and it gets at the heart of the matter: to be successful, you must learn how to listen effectively, be transparent in your motives, be flexible and open to change, be dedicated and driven, and most of all, be humble. Humility is the key to self-control. Final note: I know people who read book after book looking for some secret message that will enable them to leap over mountains and achieve great success, career satisfaction, and personal achievement. They read books such as this one, miss the timeless lessons being illustrated, and move on to another book. Stop: what you're seeking is right here. This book has all the Dale Carnegie essentials: read it, study it, ponder it, and remember, it's not the destination that counts, it's the journey.
As previous reviewers have noted, Dale Carnegie’s “How to Win Friends and Influence People†is more comprehensive, more actionable, shorter, and more readable. Nonetheless “Trusted Advisor†has a few good nuggets for those working to build and strengthen professional services relationships.The core of the book is the trust equation:Trustworthiness = (credibility + reliability + intimacy) / (self-orientation)1. Credibility: Listen empathetically for rational and emotional issues to help clients frame the problem then partner with them to craft a detailed solution with carefully managed expectations.2. Reliability: Deliver consistently and excellently on projects, mindful of small touches along the way.3. Intimacy: Communicate as you would with a close family member or friend, sharing and working through professional, and where appropriate, personal issues.4. Other-orientation: Always work (transparently) in your client’s best interest
Sure, be the trusted advisor, someone who never gets anything wrong. LOL The philosophy is good, but quite hard in practice. The other key take away is that you always work for your client's best interest. That's how you build trust. I'd say more important than that is you SHOW how your actions benefit them even at your own expense.Otherwise, they won't even realize how good they have it
I was referred to this book by a colleague. As a consultant, I need to provide the best possible service to my clients. This book is really basic. I found that most of its recommendations were things I already do and have done for years. It provides reliable advice on how to establish and maintain relationships with business associates. It does not provide much advice on how to prioritize and place needed boundaries on client contacts. Good but not great starter book.
This book is right on target. Anyone who desires to develop lasting relationships with clients will want to read this book. From the outset the authors hook the reader by establishing the three basic skills that a trusted advisor must have: (1) earning trust; (2) giving advice effectively; and (3) building relationships. And it gets better as the book progresses. The concept of building trust is brought home in a succinct equation: T = (C + R + I)/S where T is trust, C is credibility, R is reliability, I is intimacy and S is self-orientation.I have found this simple equation to be most useful in gauging the strength of relationships built over the years. It also explains how frustratingly easy it is to lose the trust we've built up. Those who have difficulty maintaining long term solid relationships with friends or clients would do well to check their self-orientation. It is highly likely, if you're honest with yourself, that you are pretty much motivated by your own self-interest and that will come through to clients and friends - regardless of the words you speak or protestations to the contrary.I wish I had come across this book (and the follow-on book by Charles Green, Trust-based Selling) years ago. It would have explained much about the success I had with clients as well as the failures that I suffered. This book will move the successful mentor/coach from the level of conscious incompetent to conscious competent and on to the ultimate goal of unconscious competent.
This book lights a pathway to a service that leaders and business owners need and don't easily find, the wise, honest, and trusted inner circle advisor. We have no shortage of consultants, professional services, and various fiduciary relationships, but there are few on the level that the authors describe. The trusted advisor is grown over time on a foundation of talent experience, and education, but in the end is more than that; more than just a consultant or technician. It is someone who surpasses all of that with a special combination of care, honesty, character, and wisdom. It is something to work to become, but does not come with a framed certificate or degree.
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